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850 Posts

K
Shoshin
kytpowellShoshin
asked in Customer Success Inspiration

Customer Info Fields when Managing Multiple Products

Hello,  We currently utilize both Relationships and Customers since we have 10 different products on Gainsight. We have a Product CSM field on the Relationship object that provides us with the correct CSM for each Relationship. In our case the customer does not always have the same CSM across all of the products they have bought.   Though, we run into an issue on the Customer Info object because we cannot have a single field for CSM, since it is not a 1:1 Customer:CSM. I thought I could solve this by creating a separate CSM field for every product on the Customer info object, but now it is becoming a mess using one consistent filter in Dashboards for CSM or CSM Managers. Curious if anyone has any good ways they have solved for this when managing so many products in Gainsight with multiple CSMs.    

0
K
Shoshin
3 years ago
slee
Gainsight Employee: Rookie
sleeGainsight Employee: Rookie
posted in Product Experience Best Practices

How are you identifying Power Users of your products/features?

I’d love to get some ideas from people in the Community on how you are leveraging various data inputs to identify and track your power users. Do you identify power users by product suite? By specific features? What does a “power user” look like and are there specific data points you look for when identifying those individuals? (ex: certain hours spent in the product, adoption of a specific feature or workflow, hours spent engaging with your customer-facing team or community, etc. Are there other ideas that come to mind?) Once you have power users identified, how do you use that information? (ex: targeted marketing or outreach, product pilot programs, surveying, reference programs, etc.)

0
slee
Gainsight Employee: Rookie
1 year ago
john_gallinagh
john_gallinaghRegistered User
asked in Customer Success Inspiration

Best Practice Customer Info Maintenance

Looking for some best practice insights. So we are still ramping up with Gainsight and we've come across a few self inflicted data integrity issues with respects to our Customer Info object data. The issue stems from changes in processes upstream in the way we were managing opportunities in SFDC. We've sorted out the process now so going forward things are good. Here's my question. I want to clean up the few data integrity issues we have by updating the opportunity records with active subscriptions associated with them. I'm looking for a rule that would enable me to make updates to the opportunity record and then subsequently update the customer info object using a daily rule. Essentially this is a rule that enable me to maintain the opportunity record and then maintain the data in the Customer Info Object. Thoughts? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170117-87482-m6t2dq-2017-01-16_21-01-17_inline.jpg[/img]

1
jaclyn_st_gemme
6 years ago
sarahmiracle
Golden Ruler
sarahmiracleGolden Ruler
posted in Customer Success Inspiration

[Recording] GS Admin Slack Meetup Webinar: JO Reporting and Email Logs v2

Session: JO Reporting and Email Logs v2Speaker: Dan WiegertRecording: https://hello.chorus.ai/listen?guid=fa5cdadb0e124c7995e6c2af072158d9

0
sarahmiracle
Golden Ruler
1 year ago
heather_hansen
Grand Slammer
heather_hansenGrand Slammer
asked in Customer Success Inspiration

Product Suggestions

We're looking for ideas on how to pass product suggestions (or red flag issues) to appropriate parties via GS.  Currently, most of this is done via email as all our teams aren't in GS or SF for that matter.  I was thinking of creating a task in GS, and then, have a rule that runs when it sees that task, and either automatically sends an email to the correct group.  Anyone done anything similar or taken another approach?

4
heather_hansen
Grand Slammer
7 years ago
L
Shoshin
LeonardogdShoshin
posted in Customer Success Inspiration

Gainsight: Governance Guide

📚 Excited to announce the release of my new book! 🎉 "Gainsight: Governance Guide" where I explore two of my professional passions: Customers Success and Data Governance. Get ready to dive into a world of CS that will leave you inspired and enlightened. Join me in this literary adventure, available now on Amazon. #NewBook #customersuccess #datagovernance #csms https://a.co/d/6k8scfk 

2
L
Shoshin
5 months ago
Jef Vanlaer
All Star
Jef VanlaerAll Star
posted in Customer Success Inspiration

Gathering feedback to a meeting question in a structured way

We were just discussing that we would like our CSM's to ask one specific question in all their upcoming customer meetings (to gather broad feedback about a topic, so it's an open question) and would like to file the responses in Gainsight, so we can access them in a structured way. (Over time, we might add additional questions)What would you consider to be the best way to do that, both from a CSM point of view (it needs to be easy to file the answer) and from a data access point of view (it needs to be easy to get all the answers in one place for further processing)?Some options I could come up with:Create a custom Timeline Activity Type Create some rich text fields on the Relationship to gather the response, and add a page to the R360 with these (editable) attributes [but then they would only be able to enter 1 response per customer, and they might speak to multiple people] Create a low volume object and add a related list to the R360 where CSM's can add the responses

2
Jef Vanlaer
All Star
2 years ago
ben
Shoshin
benShoshin
asked in Customer Success Inspiration

How do you add CTAs to an Objective in a Success Plan?

We are exploring the use of Success Plans for onboarding new customers. I have begun to build the plan templates and the objectives inside those templates. I thought I could add/tie a CTA to an objective in a Success Plan, but cannot figure out how to do it. The objective just shows "Tasks (0)".  Any guidance on this?  I will admit we are not currently using CTAs or Tasks anywhere else (yet) so this may be a simple question.

1
dan_ahrens
ACE
6 years ago
revathimenon
revathimenonGainsight Community Manager
published in Customer Success Inspiration

DCS Scoops w/ Jordan Barker: Best practices to ensure consistency across customer touchpoints

Hello everyone,If you are in the early stages of DCS, i’d suggest first checking out our community friend @Jbarker ‘s  suggestions on getting a strong head start in DCS On that note, Jordan’s taken it a level up to share some best practices to ensure there aren’t too many customer touch points between digital and other teams.  Key points to remember:Relationship focus: In DCS, focus on building a relationship between your customer and the company - NOT a relationship with a person and that particular customer. Consistency every where: Work with other teams in your company to achieve a consistent brand & voice. Use your advantage wisely: Being in the CS team lets you have a good understanding of the customer experience. Use this position to your advantage to influence & encourage a cross-functional approach  to customer engagement.  Are there any additional best practices you would suggest to ensure consistency across customer touchpoints? Hoping to learn from you all! 

332
Jbarker
24 days ago
N
natalie.dalessandroRegistered User
asked in Customer Success Inspiration

Success Plan Custom Field Hints

Hello Gainsight Community! I am hoping to get your help with a question. I am looking to add a custom field in Success Plans, and I am wondering where it says "Insert text here" in grey (on a rich text field) - is it possible to change that to add a hint? 

0
N
1 year ago
Saurabh
SaurabhRegistered User
posted in Customer Success Inspiration

Customer Success in Brief

What is Customer Success in brief?Ans :- CS = CO + CX (Customer Success equals Customer Outcomes plus Customer Experiences)“Customer Success encompasses two core ingredients - getting your customers to the outcome they’re looking for with a great experience.”--Bhaskara Reddy S

0
Saurabh
2 years ago
allison_pickens
allison_pickensRegistered User
asked in Customer Success Inspiration

Why your team members are your clients, too

At Gainsight, we’ve built processes that have helped us meet our Customer Success goals. Later on, we realized that the same fundamental processes would allow us to achieve our Teammate Success goals. The analogy between Customer Success and Teammate Success best practices is wonderfully perfect. Each of our 5 areas of best practices for Customer Success has a parallel in Teammate Success: [img]https://lh5.googleusercontent.com/-vO0cAxOizl1TlPLJQ6GVKbmAtZbX9T7Y7t1lT0KjgncGNhzEd_umQdjvngo4l7jv9Rck8J6NChDq-RR-zppmEuodw5vpyjMHQG6qyYN0WbLPG2pZN2mkD0ZhGUtDQQbjCHZ4ISw[/img]To learn more about how we leverage this framework, check out my new blog post on [url=http://www.gainsight.com/2017/02/21/why-team-members-are-clients-too/]Why your team members are your clients, too[/url]. [b]Do you apply the same principles of Customer Success to Teammate Success? I’d love to hear from you![/b]

0
allison_pickens
6 years ago
R
RTurnerRegistered User
asked in Product Experience Best Practices

Are webinars recorded?

A few weeks back, GS put on a webinar called “Day in the Life of a CSM: Driving Efficiency and ROI with Gainsight”.  I wasn’t able to attend live, but I hoped it would be recorded so I could watch it later, but I’m not able to find a recording.  I was really looking forward to this webinar and would love to watch if it is available somewhere.Thanks!

1
dshorter
Gainsight Employee: Rookie
3 months ago
mahara_scholz
mahara_scholzRegistered User
asked in Customer Success Inspiration

Timeline report by time

Is it possible to create a report based on the time that an activity is being added to the timeline? Eg. I'd like to know if there is a time pattern of one kind of activity, therefore, I'll get the time the update is created in the timeline and analyze it. 

3
tim_schukar
Shoshin
5 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
asked in Customer Success Inspiration

Loss of Sponsor 'Listening Posts'

We of course use Sponsor Tracking in Gainsight, but it doesn't cover all our bases. Not everyone has public profiles on LinkedIn, etc., and the data can never be perfect anyways. It just occurred to me that we could use CoPilot hard bounces (or, for that matter, unsubscribes and marked-as-spam), on emails that are sent to customer admins, as an additional 'listening post' for potential situations where a CSM may need to make sure we still have solid relationships, and thus create a CTA based on it. Similarly, we could look at product usage for admins, and look out for usage that tanks to zero. So I'm super-curious: [list] [*]Has anyone used hard bounces or product usage in that way? Has it proven useful, or does it just end up being white noise that the CSM already knows about? [*]Are there other ways that you watch out for your sponsors leaving your customers?[/list]thx, folks!

2
tzundelgainsightcom
Shoshin
6 years ago
ben
Shoshin
benShoshin
asked in Customer Success Inspiration

How do you export all hard bounced contacts from CoPilot across multiple outreaches?

I am looking to have some of my team update our contact lists in SF using the bounced reply info from CoPilot outreaches. I am hoping to export a spreadsheet of all hard bounces across all outreaches. Currently, I can only see how to export on a per-outreach basis and the does not always include the contact name and account. Thanks! -Ben

2
ben
Shoshin
7 years ago
courtney
courtneyRegistered User
asked in Customer Success Inspiration

CTA for identifying low customer engagement?

How do I write a CTA that is triggered when we haven’t had any meaningful communication with a client in x number of days?

2
courtney
7 years ago
anirbandutta
Gainsight Employee: Grand Slammer
anirbanduttaGainsight Community Manager
posted in All About Pulse

Nick kicks off Pulse EU

@nick_mehta , @dan_steinman and our Community BFF @lauren_olerich  #PulseEU22 - keep an eye on social 

2
S
Gainsight Employee: Shoshin
1 year ago
jon
jonRegistered User
asked in Customer Success Inspiration

I'm looking for some help in how folks are combining Success Plans with CTAs

I'm looking for some help in how folks are combining Success Plans with CTAs. Any experts out there want to help me out with a coaching session? Cheers - Jon

3
nitisha_rathi
Veteran Rookie
6 years ago
rob_deaderick
rob_deaderickRegistered User
asked in Customer Success Inspiration

What are the key INVOICE data elements that we should gather for use in Gainsight?

We are looking for some direction on the key data elements for Invoicing.  What would an Invoicing data set look like? 

1
jim_huang
6 years ago
roxanne_rowe
roxanne_roweRegistered User
asked in Customer Success Inspiration

Place to store recorded client meetings

Hello Gainsters! Has anyone had success in storing client recorded meetings, such as links from webex etc.? I could store the hyperlink in the activity part of Timeline however, that would be difficult to refer back to especially if there are a lot of activities to scroll through. Preferably, would like a quick reference option, either standalone specific to recordings or other. Would appreciate learning what others have done! Thank you and enjoy your day! 

4
nitisha_rathi
Veteran Rookie
5 years ago
S
Shoshin
Sharon BokShoshin
posted in Product Experience Best Practices

Customer Insights: Automation Best Practices

In this Q&A with Jessica Kitt, Vice President of Client Experience with Popmenu, she discusses how during a time of significant growth, the company focused on automation to ensure customer interactions were efficient as well as meaningful. Read more about Popmenu’s approach to its automation strategy and insights from Jess for others going down this same path.https://www.ncloudintegrators.com/post/q-a-with-jess-kitt-vp-of-client-experience-with-popmenu

0
S
Shoshin
10 months ago
katie_sexton
katie_sextonRegistered User
asked in Customer Success Inspiration

"View as webpage' Link in Email

Is it possible to include a 'View as webpage' link in an email that is being built in co-pilot? I'm not finding that it's possible, but perhaps I'm missing? 

2
jessica_owens
Veteran Rookie
7 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

Best Practices Request: International Expansion

Has anyone expanded their CS org from one central office to several different locations, either domestically or internationally? How have you structured your team to better manage geographically dispersed offices?

2
elena_painter
7 years ago
dave_mandell
dave_mandellRegistered User
asked in Customer Success Inspiration

Filtering Subscriptions for Product and Charges Help

We currently have all subscriptions in the Product and Charges field.  "All" is the issue as in it shows all products from all subscriptions whether active or inactive.  Example below.  subscriptions outside of the current active one confuse the data when trying to pull reports.   Any help/ideas would be great![img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160805-58436-180p74c-Screen_Shot_2016-08-05_at_8-19-41_AM_inline.png[/img]

3
gaurav_kotak
Shoshin
7 years ago

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